Head of Technical Implementation

Overview Head of Technical Implementation Location: Hybrid Montreal Reports to: Director of Professional Services Team size: 15–20 technical and delivery professionals Role Overview The Head of Technical Implementation will lead our technical delivery team, overseeing CRM implementations, system integrations, and solution design across multiple platforms. This role combines strong leadership, operational management, and technical depth to ensure scalable delivery, high client satisfaction, and continuous improvement of our implementation practices. You will be responsible for shaping our technical delivery model, standardizing best practices, building high-performing teams, and aligning technical execution with business objectives. Key Responsibilities Leadership & Strategy Lead, coach, and develop a team of 15-20 technical professionals (solution architects, developers, QA, and integration specialists). Define and execute the technical delivery strategy aligned with company growth objectives. Collaborate closely with the Head of Project Management and Head of Consulting and Advisory teams to ensure consistent, high-quality client delivery. Drive resource planning, skill development, and performance management across all resources. Operational Excellence Standardize implementation methodologies, documentation, and quality assurance frameworks. Monitor delivery KPIs such as project efficiency, defect rates, and client satisfaction. Oversee technical architecture governance, ensuring scalable and maintainable CRM solutions. Implement tools and automation to improve delivery efficiency and reporting. Client & Project Oversight Act as an escalation point for technical challenges or complex implementations. Support solution design for strategic client engagements. Ensure alignment between client business requirements and technical architecture. Innovation & Best Practices Champion continuous improvement in CRM delivery processes and emerging technologies (AI, integration frameworks, low-code/no-code automation). Evaluate and introduce new tools or accelerators to enhance project outcomes. Partner with the product team to leverage reusable components and internal frameworks. Qualifications 10+ years of experience in CRM implementation or enterprise systems integration. 7+ years in a leadership or department head role managing multi-disciplinary 15+ people technical teams. Deep understanding of at least one major CRM platform (Creatio, Salesforce, Dynamics 365). Strong background in solution architecture, integrations (REST/SOAP APIs, middleware), and system design. Proven experience leading cross-functional teams in a consulting or professional services environment. Excellent communication and stakeholder management skills. PMP, Scrum Master, or similar certifications considered an asset. Key Success Metrics Improved project delivery efficiency and consistency. Measurable increase in quality and AI leveraging. Team performance evaluation and goal setting. Improved team utilization and productivity. Successful adoption of standardized delivery practices across projects. Who are we? Since 2001, Solutions Metrix has been implementing CRM in companies of all sizes and industries, whether they are in Montreal, Quebec, or elsewhere in Canada or in North America. Our team of specialists master a very large number of CRMS without being linked to any. We always recommend the best CRM to our customers according to their needs and objectives. Our method defines a simple implementation process for companies that allows them to quickly and easily use their software and optimize it to the maximum. The secret to our success is simple: we tailor our solutions to our customers' business models, markets and industries. Solutions Metrix is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Solutions Metrix makes hiring decisions based solely on qualifications, merit, and business needs at the time.